Payments and Payouts - CE v3

What are the most common topics on which the Support Ambassadors receive reservation queries?

• Request status, price Breakdown, Alteration or Cancellation, payments & payouts, refund, policies, local taxes, currency

• Fraud Management, Hacking, Identity Theft

• Legal Threats, Local Police Contact

• Bugs and Issues with the System.

Answer explanation

Users can have queries from the topics including request status, price breakdown, alteration or cancellation, payments & payouts, refund, policies, local taxes, currency, extra charges, additional Host contract, service fee, or Resolution Center.

Where can you find the workflows for resolving user queries about reservations?

• Nova

• SuperPunch

• Nova Knowledge

• Help Center

Where can Hosts find their reservation details on their Airbnb account?

• Settings

• Today, Inbox, or Calendar tabs.

• Edit Profile

• Editing their Listing

What information can you find on the Calendar page?

• Settings

• Reservations, Nightly prices, promotions, available, blocked, and popular dates

• The Resolution Center

• Airbnb Phone number and Contact Channels

As a Support Ambassador, where can you find the reservation details in Nova?

• Creating a new ticket

• Orca Party

• User’s Nova Profile or the Reservation page

• Going to Nova Knowledge link on Nova

In their Airbnb account, where can guests check their price breakdown?

• On their Profile Section

• Calling the Host

• Going to the Resolution Center and Opening a Claim

• Payments & payouts and click Manage payment to select the desired trip and open the receipt.

In Nova, where can Support Ambassadors check the price breakdown?

• On Admin Flags

• Nova Reservation page.

• On the Ticket

• On Their Profile

What are some Payments that Airbnb accepts?

• Cash Only or Venmo

• Debit or credit card, Apple Pay, Google Pay, or PayPal

• Via Checking Account

• Bank Transfer or CashApp

What are the types of credits that Airbnb offers to its guests?

• New User Credit

• Credit due Reservation's Cancellation

• Booking credit and travel credit

• We do not offer credits

What is an admin Payout freeze?

• When a Support Ambassador freezes an account

• When the Host freezes his account

• When the reservation is Cancelled

• When the Guest did not pay for the reservation